Consumer Experience Insights Lead

Requirements

• 5+ years in digital analytics, consumer experience insights, or a similar insights-to-action role.
• Hands-on proficiency with GA4 and Adobe CJA (custom explorations, segments, attribution analysis).
• Experience with Medallia heatmaps/surveys or comparable VoC platforms.
• Demonstrated ability to deliver prioritized, actionable recommendations.
• Proven skill communicating complex findings to non-technical stakeholders.
• Strong understanding of web UX, journey mapping, and conversion optimization.
• LANGUAGE SKILLS: Proficient in English and communication
• WORK ENVIRONMENT: Remote
• EXPECTED HOURS OF WORK: Monday-Friday, Standard Business Hours (EST)
• TRAVEL: potential for occasional/once a year for a conference.
• ADA Statement
• This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.
• Below is the pay range of this

Benefits

Additional Information

Join New Era Technology, where People First is at the heart of everything we do. With a global team of over 3,000 professionals, we're committed to creating a workplace where everyone feels valued, empowered, and inspired to grow. Our mission is to securely connect people, places, and information with end-to-end technology solutions at scale. At New Era, you'll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. Guided by our core attributes - putting people first, embracing continuous learning, and thriving through collaboration and inclusion - we nurture our people to deliver exceptional customer service. If you want to make an impact in a supportive, growth-oriented environment, New Era is the place for you. Apply today and help us shape the future of work-together SUMMARY: Leads the evolution from traditional web analytics to an insight-driven approach that connects customer behavior to business action. This role is the bridge between analyst reporting and product management. The individual ensures Therapeutic Area (TA) and Direct-to-Consumer (DTC) Product Managers have the consumer intelligence needed to make better decisions faster, shifting the team from reactive reporting to proactive web experience design. HIERARCHY: Practice Area Manager - Agency Services PRIMARY DUTIES: Turn Data into Story: Synthesize behavioral, journey, and performance data into clear, actionable insights; build narratives connecting site activity to consumer challenges and business outcomes; deliver recurring, tailored insight packages to stakeholders. Own the Customer Journey: Map and analyze end-to-end digital experiences to identify friction, drop-off points, and unmet needs; maintain a portfolio-level experience health dashboard. Drive Action & Optimization: Partner with product, marketing, UX, and engineering to prioritize improvements; lead test-and-learn strategies (A/B testing, personalization); measure the impact of post-launch changes. Champion the Customer Voice: Integrate Voice of Customer (VoC), behavioral analytics, and qualitative insights into a unified understanding; proactively surface insights to DTC Product Managers. Influence Strategy: Advocate for customer-first thinking; make complex data accessible for leadership; apply industry trends and competitive benchmarks to elevate capabilities. COMPETENCY: Digital analytics and journey analysis Storytelling and executive communication Experimentation and optimization frameworks Cross-functional leadership Customer-centric thinking REQUIRED EDUCATION: Bachelor's degree in Marketing Analytics, Digital Marketing, Data Science, Human-Computer Interaction (HCI), or a related field.

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